Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for incoming support requests through phone, email, and the Salesforce ticketing system.

• Assess, classify, and prioritize tickets in accordance with SLA guidelines.

• Accurately document interactions, case creations, updates, and closure notes in Salesforce.

• Independently resolve Tier 1 issues and escalate Tier 2+ issues with comprehensive context and documentation.

• Track queue performance and identify aged or at-risk tickets prior to SLA breaches.

• Provide professional assistance for SOMS and Complion clinical trial management platforms.

• Assist customers in navigating the platform, managing accounts, handling permissions, understanding user roles, and troubleshooting.

• Organize and deliver customer training on platform features, workflows, and best practices.

• Inform customers about underutilized features to enhance adoption and overall satisfaction.

• Ensure compliance with HIPAA Privacy Rule requirements.

• Adhere to support procedures, escalation protocols, and knowledge base guidelines.

• Document recurring issues, solutions, and instructional guides in the knowledge base.

• Engage in team huddles, training sessions, and calibration exercises.

• Collaborate with L2 Specialists, Support Leads, and the Product Health team on technical escalations.

• Relay observations of recurring issues and customer pain points to guide process enhancements and product feedback.

⛳️ Requirements

• A minimum of 2 years of customer service or technical support experience within a SaaS or software setting.

• Experience in supporting or working with clinical research sites.

• Understanding of site workflows, regulatory standards, or clinical data systems.

• Proficient in troubleshooting web-based software applications.

• Capable of conveying technical solutions in simple, understandable terms.

• Excellent written and verbal communication abilities.

• Professional demeanor with a customer-first approach.

• Comfortable in a ticket-driven environment with established SLAs and productivity targets.

• Strong organizational skills with the ability to manage a multi-item queue effectively.

• Skillful in prioritizing competing demands and consistently following up.

• High School Diploma or equivalent is required.

• Familiarity with Salesforce, JIRA, or similar ticketing/CRM platforms is a plus.

• All successful candidates must complete and pass reference and background checks.

• Must verify identity and work eligibility in compliance with federal regulations.

🏝️ Benefits

• Health insurance

• Long-term disability insurance

• Life insurance

• Unlimited Paid Time Off

• 10 paid Holidays

• Paid Parental Leave

• Work Anniversary Bonus

• Participation in the Employee of the Quarter Program

• Monthly $100 Connectivity Stipend Reimbursement

• 401K matching: 100% of the first 3% invested and 50% of the next 2%